The Arizona Department of Education (ADE) is seeking an Information Technology (IT) Call Center Agent to provide support for internal and external ADE customers. This position will report to a high-volume call center environment as the initial point of contact and representative for IT.
POSITION SUMMARY:
The candidate will be responsible for answering phone calls and emails to support all inquiries regarding ADE technology issues.
Issues include connection and access issues to all ADE supported application systems and services including, but not limited to, Common Logon, ADEConnect, and the Service Desk.
RESPONSIBILITIES: Manage and assess all incoming phone and email inquiries from ADE technology stakeholders to provide resolution, transfer, or escalation.
Service request management including
ServiceDesk Support Tickets, Inbound/Outbound Phone Calls, and Inbound/Outbound emails
Participate in conversations and document concerns regarding identifying trends and resolutions for ADE technology stakeholders related matters
Participate in weekly team huddles and online or in person team meetings when required
Other duties as assigned as related to the position
Skills Required:
Knowledge in: Service request management; Service request tracking software
Thorough understanding of IT Tier I support and escalation procedures
Thorough understanding of issue triage and documentation Customer service principles and practices
General knowledge of vendor technologies, in-house developed applications
An Associate's degree or one year of experience in IT support (or equivalent working experience) is required
Clean and concise written and verbal communication skills
Analysis, Evaluation, and Problem-Solving Researching, reading, and interpreting a wide variety of technical data Intermediate skill in using Microsoft Outlook, Word, and Excel
Ability to: Develops and sustains productive customer relationships.
Identifies and understands issues, uses information from different sources to draw conclusions; identifies appropriate solutions; and takes action that is consistent with available facts, constraints, and probable consequences
Practices effective conflict resolution Effective use of time-management and independently motivated Work with non-technical customers with a professional and courteous manner
Ability to apply problem-solving skills and initiate corrective action
Work independently and/or collectively and adapt to changing environments and new technologies with colleagues, clients, and team members
Communicate technical information in simple written and oral form to technical and non-technical staff/users
Skills Preferred:
Experience using Salesforce data tools (Data Loader, Excel Connector, Demand Tools, Change sets, Ant deployments).
Strong understanding of relational databases.
Experience integrating Salesforce with other applications via real-time, batch, sync/async.
AI prompt writing
Experience Required:
1 or more years of IT Call Center Experience
Experience Preferred:
Experience with Genesys Cloud Call Center
Education Required:
Bachelors in a job-related field Degree Equivalency: 4 years job related work experience or Associate's and 2 years job related work experience
Additional Information
LOCAL PHOENIX CANDIDATES ONLY Candidates should apply with the ability and willingness to work in-office up to five days per week as business needs necessitate.